Operational Excellence Manager

7 days ago


Toronto, Ontario, Canada Resource Productivity and Recovery Authority Full time

With a focus on sustainable growth and environmental protection, the Resource Productivity and Recovery Authority is seeking an experienced Quality and Service Delivery Lead to oversee the intake, quality, and service delivery function of all call centre and customer service programs.

This key role will provide leadership and guidance to Compliance Support Officers, ensuring they carry out daily operations related to registration, reporting, and technical support for the Authority's Registry.

The successful candidate will act as a workforce management analyst, overseeing the call centre and optimizing service delivery through performance monitoring to improve product quality. They will also lead and manage a dynamic team, fostering a collaborative environment to achieve individual and team key performance indicators (KPIs).

In addition, this role will involve supporting relationships and day-to-day operations with third-party inbound contact center partners, as directed by the Manager, Service Delivery. The candidate will work with internal and external partners to identify key opportunities, develop staff and budget planning, and monitor RPRA officers' behavior and adherence using standard Call Centre management applications.

Key responsibilities include approving time-off requests, scheduling meetings and shift activities, accurately coding them in affected systems, and notifying relevant parties. The ideal candidate will also leverage data and forecast models to respond to future-dated requests, manage outage notification processes across call centre systems, and provide feedback on post-mortem recovery processes.

To be successful in this role, the Quality and Service Delivery Lead should have a minimum of 3 years of Workforce Management experience in Call Centres, demonstrated background in training and coaching colleagues, and experience using Salesforce as a CRM. Additionally, project management skills and documentation skills are essential.

The salary for this position is approximately $83,000 - $110,000 per year, depending on experience. This is a permanent role working Monday-Friday from 9:00am-5:00pm, with flexibility as needed. We have a hybrid work arrangement and support flexible work schedules. Remote work is expected to be completed from a location within Ontario.



  • Toronto, Ontario, Canada AGG Excellence Full time

    We are seeking a highly motivated and organized Food Sales Representative to join our team at AGG Excellence. As a key member of our sales team, you will be responsible for identifying and soliciting potential clients, preparing sales contracts, and managing projects from start to finish.Required Skills and QualificationsPost-secondary education or...


  • Toronto, Ontario, Canada Intact Financial Corporation Full time

    Job SummaryWe are seeking an experienced Operational Excellence Manager to join our team at Intact Financial Corporation.About the RoleThis is a critical leadership position responsible for leading, coordinating, and supervising the activities of our team. You will be responsible for organizing, planning, and controlling the optimal use of personal,...


  • Toronto, Ontario, Canada Scotiabank Full time

    About ScotiabankScotiabank is a leading bank in the Americas, guided by its purpose to help customers achieve success. With a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.Salary and BenefitsThe estimated salary for this...


  • Toronto, Ontario, Canada Mondelēz International Full time

    About the RoleWe are seeking an experienced Operations Excellence Manager to join our team in Toronto, Canada.This is a full-time position that will report directly to the Manufacturing Director and will be responsible for driving operational excellence across multiple manufacturing sites in Ontario. The successful candidate will have a strong background in...


  • Toronto, Ontario, Canada AMEX Full time

    About AmexWe empower individuals and businesses to achieve their goals. Our team is dedicated to delivering exceptional customer experiences, driving innovation, and fostering a culture of excellence.Job SummaryWe are seeking an experienced Operational Excellence Project Manager to join our team in Canada. This role will support the implementation of key...


  • Toronto, Ontario, Canada Tarka Talent Full time

    About Tarka TalentTarka Talent is a rapidly growing operations consultancy in North America, committed to delivering exceptional operational excellence solutions.Job Description:We are seeking a highly skilled Operations Excellence Lead to join our team. As an Operations Excellence Lead, you will lead consulting workstreams and client relationships, manage...


  • Toronto, Ontario, Canada pt Health Full time

    Job TitleDirector of Operational ExcellenceAbout the RoleWe are seeking an experienced Director of Operational Excellence to lead our Workplace Wellness division. As a key member of our leadership team, you will be responsible for developing and implementing operational strategies that drive efficiency, productivity, and growth.ResponsibilitiesDevelop and...


  • Toronto, Ontario, Canada IKON Complete Inc, Full time

    At IKON Complete Inc., we are seeking a highly skilled Production Operations Manager to lead our manufacturing team in Toronto, ON.About the RoleThis is a full-time permanent position with a competitive salary of $105,000 per year, commensurate with experience. As a key member of our team, you will be responsible for managing the day-to-day activities of the...


  • Toronto, Ontario, Canada Optimize Wealth Management Full time

    About Optimize Wealth ManagementWealth management is a complex field, and our clients require tailored financial solutions to achieve their goals. At Optimize Wealth Management, we pride ourselves on delivering personalized advice and support.This role is an excellent opportunity for a driven individual with a passion for operational efficiency to join our...


  • Toronto, Ontario, Canada B+H Architects Full time

    B+H Architects is a global design firm recognized for excellence in sustainable design and technical expertise.We are committed to delivering high-performance and sustainable communities, buildings, and environments that exceed client expectations and contribute to human well-being.As an Operational Excellence Specialist, you will be implementing and...


  • Toronto, Ontario, Canada Scotiabank Full time

    **Scotiabank's Vision for Retail Operational Excellence**At Scotiabank, we are seeking an exceptional Operational Excellence Lead to join our team in Toronto, Canada. This leadership role offers a competitive salary of $140,000 - $170,000 per annum.About the Role:The successful candidate will lead and oversee the optimization of Retail Branch operations,...


  • Toronto, Ontario, Canada Optimize Wealth Management Full time

    Job OverviewWe are seeking a highly motivated and analytical Operational Excellence Specialist to join our team at Optimize Wealth Management in Toronto, ON. This is an exciting opportunity for someone who thrives in a fast-paced, evolving environment, enjoys solving complex problems, and is eager to make a significant impact.About the RoleIn this role, you...


  • Toronto, Ontario, Canada Michael Garron Hospital Full time

    OverviewThe Michael Garron Hospital, a division of Toronto East Health Network, seeks an experienced Operational Excellence Specialist to join its OpX team. Reporting to the Manager, Operational Excellence, this key role will drive positive change in quality, patient safety, and financial sustainability across the hospital and its community.Estimated Salary:...


  • Toronto, Ontario, Canada Scotiabank Full time

    Job DescriptionWe are seeking an experienced Director of Operational Excellence to join our team in Toronto, Ontario. As a key member of our Global HR Services group, you will be responsible for optimizing processes and driving operational excellence across all functional areas.About the RoleThis is an exciting opportunity to work with a leading bank in the...


  • Toronto, Ontario, Canada Intact Full time

    Company Overview">We are a leading insurance company dedicated to helping people, businesses, and society prosper in good times and be resilient in bad times. Our employees are at the heart of what we do best, and we strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.">About the Role">We are seeking a...


  • Toronto, Ontario, Canada Tiffany & Co Full time

    Company OverviewTiffany & Co is committed to delivering exceptional customer experiences, and we're seeking a skilled Operational Excellence Ambassador to join our team. As a champion of operational efficiency, you will play a vital role in ensuring seamless order fulfillment, inventory management, and client satisfaction.Job SummaryThis full-time position...


  • Toronto, Ontario, Canada Rogers Blue Jays Baseball Partnership Full time

    OverviewRogers Blue Jays Baseball Partnership is seeking a Restaurant Operations Manager to lead our food and beverage services to new heights. As a key member of our team, you will be responsible for driving performance, ensuring exceptional customer experiences, and fostering a culture of excellence.Job DescriptionWe are looking for a highly motivated and...


  • Toronto, Ontario, Canada Oliver & Bonacini Full time

    Job SummaryWe are seeking an experienced Operational Excellence Director to lead our team in delivering exceptional customer experiences. As a key member of our management team, you will be responsible for overseeing the day-to-day operations of our business, including logistics, staffing, cost controls, training, and budgeting.About UsOliver & Bonacini...


  • Toronto, Ontario, Canada EssoCircle K Full time

    Job DescriptionWe are seeking a talented Retail Operations Manager to join our team at Esso/Circle K. In this role, you will be responsible for overseeing the daily operations of our retail store, ensuring that all tasks are completed efficiently and effectively.About the RoleThe successful candidate will have a strong background in retail management, with...


  • Toronto, Ontario, Canada Five Guys Burgers and Fries Full time

    We are seeking an experienced and skilled Executive Restaurant Manager to lead our restaurant team at Five Guys Burgers and Fries. As a key member of our management team, you will be responsible for overseeing the daily operations of the restaurant, ensuring exceptional customer service, and driving sales growth.Key Responsibilities:Restaurant Operations:...